Delivery & Returns
1. Shipping & Delivery
1.1 Delivery Options & Timeframes:
- We offer free standard shipping on all orders within the UK mainland, with an estimated delivery time of 3-5 business days.
- Expedited delivery (1-2 business days) may be available at checkout for an additional fee.
- Delivery timeframes are estimates and may vary due to unforeseen circumstances, including courier delays beyond our control.
1.2 Order Processing:
- Orders are typically processed within 1 business day (excluding weekends and public holidays).
- If an item is out of stock after purchase, we will contact you to arrange a replacement, delay, or refund.
1.3 Tracking & Liability:
- Once your order is dispatched, you will receive a shipping confirmation email with tracking details (if applicable).
- We are not liable for delays caused by couriers, customs processing, or force majeure events.
- If your parcel is lost or significantly delayed, please contact us, and we will assist in resolving the issue.
2. Returns & Refunds
2.1 Hassle-Free 30-Day Returns: We want you to be completely satisfied with your purchase. If you are not happy for any reason, you may return your order within 30 days of delivery, subject to the following conditions:
- Before returning any item, please contact our Customer Service team to authorise the return and receive the correct return address, as we operate from multiple warehouses.
- The item must be unused, sealed, and in its original packaging for hygiene and safety reasons.
- Returns are at the customer’s expense, and we strongly recommend using a tracked service to ensure safe delivery.
- We cannot accept responsibility for lost or undelivered returns.
2.2 Refund Process:
- Refunds will be processed once we receive and inspect the returned item.
- Refunds will be issued to the original payment method used at checkout.
- Coupons, discount codes, and promotional offers used in the original purchase may not be refundable or reinstated.
- If Victory Points were used towards the purchase, their refund is at our discretion.
2.3 Non-Refundable Items: Certain items are non-returnable and non-refundable, including:
- Opened or used products.
- Digital/downloadable products.
- Items purchased with final clearance discounts or marked as non-refundable.
2.4 Exchange Policy:
- We currently do not offer direct exchanges. If you wish to replace an item, please return it for a refund and place a new order.
3. Cancellations & Order Modifications
3.1 Orders can be cancelled or modified before they are dispatched.
3.2 If your order has already been shipped, you will need to follow the returns process.
3.3 If an incorrect shipping address was provided at checkout, we are not responsible for undelivered orders.
4. Faulty or Incorrect Items
4.1 If you receive a damaged, defective, or incorrect product:
- Contact us within 7 days of delivery with a clear photo and description of the issue.
- We will assess the case and may offer a replacement, store credit, or full refund, including return shipping costs if applicable.
5. Contact Us
5.1 For any queries regarding delivery, returns, or refunds, please contact us at:
- Address: Kanthos Limited, 124 City Road, London, EC1V 2NX, United Kingdom
- Email: hello@vitav.me